Senior Consultant, Customer Experience (CX) Transformation
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Job Summary
At TTEC Digital we coach clients to ensure their employees feel valued and fully supported because an amazing customer experience is an employee first process. Our vision is the same a place where employees know they can thrive.
We are seeking an accomplished Senior Consultant Customer Experience (CX) Transformation located in EMEA to lead clients through complex customer experience and contact centre transformations. You will act as a principle advisor bridging the gaps between operational reality business strategy and the technical execution architecting the change and delivering measurable improvements in customer and agent experience. This role requires a blend of previous operational expertise technology fluency and consulting acumen to design and implement future-state operating models for a wide range of industries in leading organisations across EMEA region.
What youll be doing:
Operational & Technology Discovery
- Lead comprehensive discovery phases to audit and assess client contact centre environments including telephony CRM workforce management and digital channels.
- Define and direct the strategic vision for large-scale transformations utilising deep As-Is diagnostic modelling to identify inefficiencies technology gaps and opportunities for automation or self-service that align with client long term objectives
- Conduct structured stakeholder interviews and executive-level observations with agents and leadership to evaluate the organisational culture and employee experience.
- Translate operational findings into high-level strategic insights and actionable narratives designed to drive consensus across all levels of leadership from operations to the C-Suite.
Strategy & Transformation Planning
- Design To-Be target operating models including omnichannel service strategies AI/automation overlays and optimised operational workflows.
- Develop and socialise comprehensive transformation roadmaps applying rigorous commercial logic to prioritise high-impact initiatives and complex multi-year strategic overhauls
- Lead the requirements specifications for solution selection and design (RFP support) regarding CCaaS UCaaS and digital engagement platforms.
Business Case Development
- Build compelling business cases and ROI models to financially justify technology investments (e.g. cost-to-serve reductions CSAT improvements deflection rates) to secure funding
- Demonstrate expertise in articulating benefits effectively articulating the link between technological capabilities and organisational strategic goals
- Define and track key performance indicators (KPIs) to demonstrate the alignment of proposed solutions with measurable business outcomes and long-term financial sustainability.
Engagement & Workshop Facilitation
- Design Plan and facilitate high-energy design thinking workshops to gather requirements map user stories and drive consensus among stakeholders.
- Manage relationships with senior client stakeholders acting as a trusted advisor and challenging their thinking to drive innovation.
- Use visualisation and storytelling techniques to socialise the transformation journey ensuring enterprise-wide buy-in and sustained momentum for the strategic roadmap
Development & Influencing
- Evolve the development of the teams methodologies and delivery frameworks in support of practice growth and to maintain competitive edge
- Mentor colleagues across mixed delivery teams to deliver best in class high performance culture that is focused on outcome led and collaborative consulting
- Ability to manage complexity and political environments to drive consensus
What you will bring
Operational & Process Expertise
- 5 years of experience in contact centre operations role
- Deep understanding of contact centre metrics (AHT FCR NPS Service Level) contact centre & CX functions and operational frameworks.
- Proven ability to map complex process flows (Visio Lucidchart) and identify process re-engineering opportunities.
Technology Proficiency
- Deep expertise in contemporary customer experience (CX) platforms and technologies that includes:
- CCaaS (e.g. Genesys Cloud NICE CXone Google Amazon Connect)
- CRM (e.g. Salesforce Microsoft Dynamics Zendesk)
- WFO/WFM (e.g. Verint Calabrio)
- Digital: Chatbots Conversational AI Omnichannel messaging
- Demonstrated ability to engage IT architects in technical dialogue and articulate business value to operational leaders
Consulting & Soft Skills
- Exceptional facilitation skills with the ability to manage diverse groups and extract meaningful requirements.
- Compelling storytelling and visualisation skills with the ability to converse with a broad audience from IT architects and operational leaders to C Suite executives
- Commercial acumen: Ability to build TCO models and financial justifications.
- Extensive experience in change management agile methodologies and continuous improvement (e.g. Kaizen Lean Six Sigma).
Professional Qualifications (Desirable)
- Certifications in Lean Six Sigma Kaizen Agile or similar methodologies.
- Relevant industry certifications (e.g. ISO9001 relevant CCaaS certifications Business Communications ILM Leadership awards).
What we offer:
- We offer a competitive salary annual leave and holiday time off bonus earning opportunity life insurance pension contribution private health insurance and educational assistance.
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We may use artificial intelligence (AI) tools to support parts of the hiring process such as reviewing applications analyzing resumes or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed please contact us.
Required Experience:
Senior IC
Key Skills
- Computer Science
- user experience
- User Interface
- SME
- CSS
- Interaction Design
- Windows
- Android
- Usability Studies
- Visual Design
- HTML
- User Research
- JavaScript
- Web Services
- Wireframes
About Company
We believe that humanity and technology should âco-exist, and that at the nexus of the âmost powerful experiences, humanity and technology collide. At TTEC Digital, we combine the expertise, innovation, partnerships, and passion of three industry-leading customer experience com ... View more
